1. IMPORTANT
i. Please read these terms and conditions carefully.
ii. All bookings made via Participating Websites or with Alcyone directly are made subject to these terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at Alcyone under the booking once any payment is made in relation to the booking.
iii. Bookings of 90 or more days you may be required to enter into a permanent rental agreement with Alcyone in which case you will be bound by both the permanent rental agreement and these terms except to the extent of any inconsistency in which case the former will prevail to the extent of that inconsistency.
iv. If booking via your Travel Agent the terms and conditions provided by your Travel Agent will apply to your booking and you should ask your Travel Agent for a copy of these terms and conditions.
v. Some Terms and Conditions vary according to booking type (for example Peak Season Bookings, Long Stay Bookings and Advance Purchase Bookings). You should ensure that you read the Terms and Conditions carefully to ensure you are aware of the Terms and Conditions which apply to your particular booking.
vi. Except in relation to Long Stay Bookings if any part of your booking falls on a date which is classified as a Peak Season Booking date then your entire booking will be deemed a Peak Season Booking and any terms or conditions which apply to Peak Season Bookings will apply to your entire booking.
vii. Any prices, fees, deposit amounts or charges which are specified or referred to in these terms and conditions are in the same currency as the booking to which they relate.
2. Definitions
i. In these Terms and Conditions:
i. “Advance Purchase Booking” means a booking at any Participating Property which is advertised as an Advance Purchase Booking or which you have been notified by Alcyone is an Advance Purchase Booking or which is listed on a Participating Website as an Advance Purchase Booking.
ii. “Best Available Rate” means the best rate available on any given day excluding any Long Stay rate which is available.
iii. “Child” has the meaning given in clause 21.
iv. “Long Stay Booking means a booking for a14 night or more consecutive nights stay at Alcyone.
v. “Booking Credit” means credit which may be applied to future accommodation or accommodation package bookings with Alcyone subject to clause 12.
vi. “Gift Card” means a gift card bearing the “Alcyone”® brand.
vii. “Infant” has the meaning given in clause 21.
viii. “Peak Season Booking” means a booking at Alcyone which is advertised as a Peak Season Booking or which you have been notified by Alcyone is a Peak Season Booking or which is listed on a Participating Website as a Peak Season Booking. View schedule of Peak Season Booking Dates and Events.
ix. “Standard Booking” means a booking at any Participating Property other than an Advance Purchase Booking, Long Stay Booking or Peak Season Booking.
x. “You” and “Your” mean the person who is making the booking.
3. Photographic Identification
i. When you check-in you may be asked to provide photographic identification.
ii. If you are unable to provide such identification your booking may be cancelled and you may be liable to pay Alcyone an amount equal to the full booking amount plus any other costs incurred by Alcyone in connection with the booking. Accordingly, any pre-payment you have made in relation to the booking will be forfeited to Alcyone under this term.
4. How To Book / Quotes and Reservations
i. Bookings, other than Advance Purchase Bookings and Long Stay Bookings, can be made online via any of the Participating Websites or with Alcyone direct by calling Central Reservations on 1800 252 966
ii. Advance Purchase Bookings may only be made online via any of the Participating Websites.
iii. Long Stay Bookings may only be made by emailing reservations@alcyone.com.au or by calling 1800 252 966
iv. Bookings are subject to the availability and applicable pricing of the relevant Participating Property at the time of the booking and some conditions and/exclusions may apply including but not limited to minimum stay requirements.
v. Any quote given is an estimate only of price and the price will only be confirmed once a payment is made on the booking and you receive written advice from Alcyone that the payment has been received and the booking has been confirmed.
vi. Any confirmed price is subject to change if:
a payment which is due on a booking is not received by Alcyone by the date the payment is due; or
there is a change in or imposition of a government charge, tax or levy which entitles or necessitates Alcyone changing the price of your booking.
any details relating to your booking are amended, for example your dates of stay, your room type or the number of persons staying under your booking, in which case clause 9 will apply.
i. If the price of a booking is changed under clause 4.6 you may pay the new price for your booking or cancel your booking and receive a full refund.
ii. If you reasonably believe a written confirmation or invoice which has been provided to you is incorrect, you can request that Alcyone reissue that written confirmation or invoice and you may either pay the amount specified on the reissued written confirmation or invoice by the date which it is specified as being due, or cancel your booking.
iii. If you make a booking via a Participating Website you can view details of your booking under the 'My Bookings' area once you access the Participating Website using the login details you created when you made the booking.
5. Payment
i. Payments may be made by Visa, Mastercard, Diners, American Express, Union Pay, PayPal, Australian Dollar personal or bank cheques/drafts or Telegraphic Transfer (allow 7 days transaction time) unless the rates for a Property are specified in US Dollars in which case Diners cannot be used.
ii. Payments for bookings at Alcyone may be made using Gift Cards.
iii. A surcharge will apply to payments made by American Express and PayPal. The surcharge applied to these cards may vary and is displayed at the time payment for the booking is to be made.
iv. If you pay for your booking by cheque (not available for Advance Purchase Bookings):
You should post your cheque to the following address:
Alcyone
Attention: Accounts:
35 Hercules Street, Hamilton QLD 4007
you must ensure you include the following details with your cheque:
your booking number reference;
the name your booking was made under; and
the dates of your stay
you must ensure that Alcyone receives your cheque 5 days before the date your payment is due to allow time for your cheque to be cleared; and
if your cheque has not cleared prior to your scheduled date of check-in you will not be permitted to check-in unless you provide an alternative form of payment.
v. Alcyone accepts no responsibility for monies paid by you to a travel agency until cleared funds are received in the bank account of Alcyone.
6. Deposit and Final Payment
i. For bookings other than Advance Purchase Bookings and Long Stay Bookings, a non-refundable deposit of $100.00 per booking must be received immediately to confirm your booking and if the total cost of your booking is less than $100.00, full payment is required at the time of booking.
ii. For Standard Bookings full payment must be received at least 14 days prior to your scheduled day of arrival or, if your booking is made within 14 days of your scheduled day of arrival, at the time of booking.
iii. For Peak Season Bookings full payment must be received at least 30 days prior to your scheduled day of arrival or, if your booking is made within 30 days of your scheduled day of arrival, at the time of booking.
iv. For Advance Purchase Bookings a non-refundable payment of the entire amount payable per room must be received immediately at the time of booking to confirm your booking.
v. For Long Stay Bookings:
i. unless charge back has been authorised, the first week's accommodation must be paid on arrival and future payments must then be made in advance, either weekly or fortnightly as advised at the time of booking;
ii. unless otherwise advised by Alcyone, payments may be made at reception desk by cash, credit card or EFTPOS.
iii. if charge back has been authorised, payments must be made in accordance with the terms of that charge back arrangement.
i. If any deposit or final payment is not received by the due date, Alcyone reserves the right to cancel the booking and any monies paid by you in relation to your booking will be forfeited to Alcyone
ii. Once final payment of your booking has been made confirmation of that payment and your booking will be sent to you via email or post to the email or postal address you provided at the time you made the booking.
7. Rates and Charges
i. The currency applicable to any quoted rates will be specified with the quoted rate. All quoted rates are subject to change at any time until full payment is received.
ii. Quoted rates are inclusive of all compulsory government or regulatory charges and taxes (for example GST) where applicable.
iii. Quoted rates do not include transport to Alcyone or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes), unless otherwise indicated.
iv. If you have been quoted a rate that includes meals and or transport you should contact Alcyone directly to obtain details of these inclusions.
v. Some rates which are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate may also change.
vi. For information on rates for Children, Infants and extra persons, please refer to clauses 21 and 22.
vii. Please visit www.alcyone.com.au or contact the property directly for further information on specific inclusions and exclusions.
8. Refunds
i. To the extent permitted by law any amount paid by you to Alcyone for your booking is non-refundable unless stated otherwise in these Terms and Conditions.
ii. The balance of any monies paid by you after any applicable fees or other amount you owe to Alcyone has been deducted will be held by Alcyone as Booking Credit which subject to clause 12 may be applied to any future bookings you make with Alcyone.
9. Amendments
i. All amendments are subject to the availability and applicable pricing at the time the amendment is requested.
ii. Amendments for Standard Bookings may be requested within the following time frames:
Capital city property: up to 24 hours prior to your scheduled check-in time.
Non-capital city property: up to 48 hours prior to your scheduled check-in time.
i. Amendments for Peak Season Bookings at Alcyone may only be requested up to 30 days prior to your scheduled check-in time.
ii. Amendments to Long Stay Bookings may only be requested up to 72 hours prior to your scheduled check-in time. If you wish to extend a Long Stay Booking then subject to availability the rates for the additional nights will be the same as the rest of your booking however package elements such as grocery pack or digital photo frame may not be included.
iii. Amendments cannot be made to Advance Purchase Bookings and if you require an Advance Purchase Booking to be amended you will forfeit all amounts which have been paid to Long Stay in relation to such booking and will also be charged at the applicable rate for the cost of your new booking.
iv. If amendments are requested outside the time frames specified in clause 9.2 or 9.3 you may be charged a 100% cancellation fee in addition to the cost of your amended booking and any reduction in the amount which is payable by you in such case will be at Alcyone’s absolute discretion.
v. Other than for Long Stay Bookings, amendments may be requested in the following manner:
i. Up to 14 days prior to your scheduled check-in time: via a Participating Website or via Alcyone on 1800 252 966.
ii. Within 14 days of your scheduled check-in time: via Alcyone direct on 1800 252 966.
i. Amendments to Long Stay Bookings may be requested by emailing reservations@alcyone.com.au amendments requested and approved:
Up to 14 days prior to your scheduled check-in time via a Participating Website: no amendment fee will apply.
Up to 14 days prior to your scheduled check-in time via Alcyone: a $25.00 amendment fee will apply.
Within 14 days of your scheduled check-in time: a $50.00 amendment fee will apply.
i. For Long Stay Bookings no amendment fee will apply to amendments requested and approved within 72 hours of your scheduled check-in time however clause 9.11 will apply.
ii. If the rate which applies to an amended booking is greater than the rate which applied to the original booking, you must pay the difference along with any amendment fee in full at the time the amendment is approved.
10. Cancellation
i. If a booking is cancelled any non-refundable deposit or payment which you have paid will not be refunded and additional cancellation charges may apply under this clause 10.
ii. For Standard Bookings at Alcyone, if you cancel your booking the following charges will apply in relation to each booking:
Up to 14 days prior to your scheduled check-in time: a $25 cancellation fee will be deducted from any monies which you have already paid.
Within 14 days but up to 24 hours of your scheduled check-in time: a $50 cancellation fee will be deducted from any monies which you have already paid.
Within 24 hours of your scheduled check-in time: a 100% cancellation fee will apply and you will be required to pay Alcyone the full amount of your booking less any amount which you have already paid.
iii. For Peak Season Bookings at Alcyone, if you cancel your booking the following charges will apply in relation to each room you have booked:
Up to 30 days prior to your scheduled check-in time: a $200 cancellation fee (or the full amount of your booking if your booking is for less than $200) will apply and you will be required to pay to Alcyone that amount less any amount which you have already paid.
Within 30 days of your scheduled check-in time: a 100% cancellation fee will apply and you will be required to pay to Alcyone the full amount of your booking fee less any amount which you have already paid.
iv. For Advance Purchase Bookings, if you cancel your booking the full amount of your non-refundable booking payment paid under clause 6.4 will be retained by Alcyone as a cancellation fee.
v. For Long Stay Bookings, if you cancel your booking within 72 hours of your scheduled check-in time, a cancellation fee of two nights s of your booking will apply.
vi. Any cancellation fees payable by you will be deducted from any monies paid by you to Alcyone and if insufficient funds are available, Alcyone may charge the credit card details you provided at the time of making your booking.
vii. Where applicable the balance of any monies paid by you after any applicable cancellation fee has been deducted will be held by Alcyone as Booking Credit which subject to clause 12 may be applied to any future bookings you make with Alcyone
11. No-Shows or Terminations
i. If you do not show up for your booking or terminate your booking early after you have checked in you will be charged a 100% cancellation fee and will be required to pay to Alcyone the full amount of your booking less any amount which you have already paid.
ii. For Long Stay Bookings, if you terminate your booking early and this results in your stay being less than 14 nights you will be charged the difference between the rate applied to your booking and the Best Available Rate on the Best Available Rate stayed nights.
iii. For Long Stay Bookings of 28 nights or more, if you terminate your booking early and this results in your stay being less than 28 nights but more than 14 nights, you will be charged the difference between the rate applied to your booking and the applicable 14 night Long Stay Rate for the stayed nights. You may also be charged for any welcome grocery pack or inclusion as part of your package.
12. Booking Credit
i. If you are issued with Booking Credit to be applied to future accommodation or accommodation package bookings with Alcyone such credit will be valid for twelve months from the day the booking is cancelled.
ii. Booking Credit may only be used to pay for bookings at within the same currency jurisdiction as the cancelled or refunded booking which generated the Booking Credits.
iii. Booking Credit may only be used to pay for the accommodation portion of your booking and may not be used for non-accommodation items such as restaurants, car parking, transfers, laundry, telephone, spa services, tours or taxes not included in accommodation rates.
iv. To redeem Booking Credit you must make your booking via Alcyone direct on 1800 252 966.
v. Any stay to be fully or partly paid for using Booking Credit must be booked and paid for in full prior to the expiry of the 12 month validity period.
vi. Any Booking Credit not redeemed at the expiry of the 12 month validity date will be forfeited in its entirety to Alcyone
vii. Administration fees may apply to bookings made using Booking Credit.
13. Checkin
i. Standard check-in time is 2:00pm but times may vary for particular Participating Properties and you should confirm the check-in time prior to your scheduled check-in day.
ii. If you wish to guarantee your ability to check-in prior to 2:00pm you must book an additional nights stay and pay the applicable rate for that additional night.
14. Check-out: Standard
i. Standard check-out time is 11:00am but times may vary and you should confirm the check-out time prior to your scheduled check-out day.
15. Late Check-out
i. If you wish to check-out later than the standard check-out time you must obtain approval from property management at least 12 hours prior to your scheduled check-out time.
ii. Property management may approve a request for late check-out in their absolute discretion.
iii. If you check-out after 11:00am the additional charges may apply.
16. Security Deposits
i. You must provide a credit card authorisation or imprint when you check-in.
ii. This authorisation may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.
iii. For Long Stay Bookings this authorisation may also be used to settle any outstanding payments owed by you in relation to your booking including payments for the balance of your booking should you vacate the premises prior to your scheduled check-out date.
iv. The pre-authorisation process validates your credit card, and protects both the cardholder and merchant from increasing fraud incidents.
v. The pre-authorised amount is set aside by the card issuer for a period of up to 14 days from the date of pre-authorisation and the pre-authorisation will affect your available funds balance or spending limit. For more information on this practice please contact your card issuer.
vi. Once a pre-authorisation has been made, Alcyone cannot release, remove or lower the authorised amount, until we process the final account on departure. This is a restriction imposed by the card issuer, and cannot be negotiated.
vii. Where a credit card is not available a minimum $500.00 cash deposit will be required on check-in. (The actual amount required may be higher at some Participating Properties)
17. Room Allocation
i. In the unlikely event that Alcyone cannot provide accommodation which you have booked, Alcyone will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of Alcyone is of comparable quality and in a comparable location.
ii. If a property of comparable quality in a comparable location is not available, Alcyone may relocate you to a property of less comparable quality or less comparable location in which case Alcyone will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you which you had booked.
iii. Should you wish to be relocated to an alternative property other than the property chosen by Alcyone under this term, you will be required to pay any difference in price between the Alcyone’s choice of property and your chosen property.
iv. If you and Alcyone cannot agree on an alternative property under this clause then you may request Alcyone cancel your booking and issue you with a Booking Credit for the full amount of that booking less any amounts which you owe to Alcyone.
v. If you and Alcyone cannot agree on an alternative property under this clause and you do not wish to be issued a Booking Credit under clause 18.4 then you may request that Alcyone cancel your booking and provide you with a refund for the full amount of that booking less any amounts which you owe to Alcyone.
18. Hotel and Apartment Servicing
i. At Alcyone, your booking will include daily room servicing unless the rate booked specifically states otherwise.
ii. If your booking does not include room servicing a 'Refresh' service is available for separate purchase.
iii. You can enquire about this 'Refresh' service when you check-in.
iv. If your booking is a Long Stay rate, your booking will include weekly room servicing (unless otherwise specified at the time of booking). Additional room services can be arranged and charges will apply. If the guest/s staying under a Long Stay Booking changes part way through the booking, a full check-out service will be required and additional charges will apply.
19. Child Policy
For the purposes of this clause “Child” or “Children” means a person or persons aged between 2 years and 11 years; “Infant” means a person under the age of 2 years; and “Adult” means a person aged over 18 years. All ages will be determined from the date at which accommodation commenced.
i. Subject to sub paragraph 21.4, Children and Infants sharing a room with their parents or guardians may do so free of change if using existing beds and linen and not exceeding the maximum occupancy for the given room type.
ii. Children and Infants may not stay in any room without an Adult.
iii. Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required. These are charged at the extra person rate. Extra person rates will be charged on a Room Only basis, unless otherwise stated.
20. Extra Person Policy
i. Persons aged over 12 will be charged Extra Person rates for each person staying in a room which exceeds the maximum occupancy for the room type, or where extra beds or linen are required.
ii. Extra person room rates will be charged on a Room Only basis, unless otherwise stated.
21. Facilities and Services
i. Whilst care is taken to ensure that the description of facilities and services of Alcyone is accurate, these are continually being changed, upgraded, and on occasion taken out of service and if any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.
ii. To the extent permitted by law Alcyone is not liable for omissions, errors or changes to the facilities and services at a property, whether temporary or permanent.
iii. Accommodation facilities listed may not apply to all room types.
22. Special Requests
i. Whilst Alcyone attempts to satisfy all special requests, Alcyone does not guarantee that special requests can be accommodated.
23. Maps and Images
i. Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided.
ii. Destination shots may have been supplied to Alcyone by third parties and Alcyone does not guarantee the accuracy of any destination shots.
iii. Photos and floor plans are indicative only. Actual rooms occupied may vary in decor and inclusions from those shown.
24. Travel Insurance
i. Alcyone strongly recommends that at the time of booking you purchase comprehensive travel insurance to cover items including but not limited to: loss of booking amount through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
25. Gift Cards
i. Gift Cards are not refundable or redeemable for cash.
ii. Gift Cards are valid for 12 months from the date of issue.
iii. Additional values cannot be added to an existing Alcyone Gift Card; however, additional Gift Cards can be purchased.
iv. A surcharge will apply if Gift Cards are purchased using a credit or debit card.
v. Gift Cards are to be treated like cash and if they are defaced, mutilated, altered, lost or stolen they will not be replaced, refunded or redeemed.
vi. Alcyone does not accept any responsibility for lost or stolen Gift Cards.
vii. If a Gift Card is issued in Australian dollars (AUD):
the value nominated on the Gift Card may only be used to fully or partially pay for bookings for Australian Participating Properties;
bookings must be made in accordance with clauses 27.9 and 27.10 below.
26. Unaccompanied Minors
i. All guests under the age of 18 must be accompanied by a responsible adult such as a parent, step-parent, guardian or other adult who has parental rights and responsibilities for the under 18 year old guest.
ii. If a guest is found to be a person under the age of 18 who is not accompanied by a responsible adult Alcyone may immediately cancel the guest's booking and the full booking amount will be forfeited to Alcyone under this clause.
27. Third Party Products and Services
i. Third party products or services are sometimes sold together with accommodation provided by Alcyone. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement Alcyone has in facilitating your booking with the third party is as the third party's agent. Alcyone is in no way the supplier of the products and services and to the extent permitted by law Alcyone is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.
ii. All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties.
iii. Alcyone does not warrant the accuracy of any information, statements or representations made by third parties
28. Release, indemnity and proportionate liability
i. To the extent permitted by the law, you agree to release, indemnify and hold harmless, Alcyone and its current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from Alcyone’s negligence, wrongful act/omission or breach of these terms and conditions.
ii. To the extent permitted by law the aggregate of Alcyone’s liability to you is limited to an amount not exceeding the amount paid by you for your booking.
iii. Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.
29. Consumer Law
i. To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on Alcyone are excluded under these Terms and Conditions.
ii. Nothing contained in these Terms and Conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation, provided that, to the extent that such law permits Alcyone to limit its liability, then Alcyone’s liability is limited to:
i. in the case of services, supplying the services again or payment of the cost of having the services supplied again; and
ii. in the case of goods, replacing the goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired.
1. Events Beyond Control
i. Alcyone is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
ii. All travel documents, observance of laws and government regulations are your responsibility.
2. Use of Information
i. You consent and authorise Alcyone to collect, use and disclose your personal information for the purposes of administering your booking and providing you with any services associated with your booking.
ii. You consent to information which you have provided to Alcyone or the relevant Participating Property as part of your booking being used by Alcyone or any of their related bodies corporate for the purpose of informing you about offers and promotions which relate Alcyone, Alcyone’s related bodies corporate
iii. Alcyone will not provide or disclose any information you have provided to Alcyone to any person other than a related body corporate without your prior written consent.
iv. Upon request by you and to the extent permitted or required by law, Alcyone will provide you with access to and/or the ability to correct your personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to that booking.
v. For more information, please refer to the Privacy Policy on the website of the relevant Participating Property.
3. General
i. The Terms and Conditions are governed by and will be construed in accordance with the laws of the State of Queensland, Australia.
ii. If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.
4. Acceptance
i. Please click to accept these terms and conditions, before proceeding to the booking page.
i. Please read these terms and conditions carefully.
ii. All bookings made via Participating Websites or with Alcyone directly are made subject to these terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at Alcyone under the booking once any payment is made in relation to the booking.
iii. Bookings of 90 or more days you may be required to enter into a permanent rental agreement with Alcyone in which case you will be bound by both the permanent rental agreement and these terms except to the extent of any inconsistency in which case the former will prevail to the extent of that inconsistency.
iv. If booking via your Travel Agent the terms and conditions provided by your Travel Agent will apply to your booking and you should ask your Travel Agent for a copy of these terms and conditions.
v. Some Terms and Conditions vary according to booking type (for example Peak Season Bookings, Long Stay Bookings and Advance Purchase Bookings). You should ensure that you read the Terms and Conditions carefully to ensure you are aware of the Terms and Conditions which apply to your particular booking.
vi. Except in relation to Long Stay Bookings if any part of your booking falls on a date which is classified as a Peak Season Booking date then your entire booking will be deemed a Peak Season Booking and any terms or conditions which apply to Peak Season Bookings will apply to your entire booking.
vii. Any prices, fees, deposit amounts or charges which are specified or referred to in these terms and conditions are in the same currency as the booking to which they relate.
2. Definitions
i. In these Terms and Conditions:
i. “Advance Purchase Booking” means a booking at any Participating Property which is advertised as an Advance Purchase Booking or which you have been notified by Alcyone is an Advance Purchase Booking or which is listed on a Participating Website as an Advance Purchase Booking.
ii. “Best Available Rate” means the best rate available on any given day excluding any Long Stay rate which is available.
iii. “Child” has the meaning given in clause 21.
iv. “Long Stay Booking means a booking for a14 night or more consecutive nights stay at Alcyone.
v. “Booking Credit” means credit which may be applied to future accommodation or accommodation package bookings with Alcyone subject to clause 12.
vi. “Gift Card” means a gift card bearing the “Alcyone”® brand.
vii. “Infant” has the meaning given in clause 21.
viii. “Peak Season Booking” means a booking at Alcyone which is advertised as a Peak Season Booking or which you have been notified by Alcyone is a Peak Season Booking or which is listed on a Participating Website as a Peak Season Booking. View schedule of Peak Season Booking Dates and Events.
ix. “Standard Booking” means a booking at any Participating Property other than an Advance Purchase Booking, Long Stay Booking or Peak Season Booking.
x. “You” and “Your” mean the person who is making the booking.
3. Photographic Identification
i. When you check-in you may be asked to provide photographic identification.
ii. If you are unable to provide such identification your booking may be cancelled and you may be liable to pay Alcyone an amount equal to the full booking amount plus any other costs incurred by Alcyone in connection with the booking. Accordingly, any pre-payment you have made in relation to the booking will be forfeited to Alcyone under this term.
4. How To Book / Quotes and Reservations
i. Bookings, other than Advance Purchase Bookings and Long Stay Bookings, can be made online via any of the Participating Websites or with Alcyone direct by calling Central Reservations on 1800 252 966
ii. Advance Purchase Bookings may only be made online via any of the Participating Websites.
iii. Long Stay Bookings may only be made by emailing reservations@alcyone.com.au or by calling 1800 252 966
iv. Bookings are subject to the availability and applicable pricing of the relevant Participating Property at the time of the booking and some conditions and/exclusions may apply including but not limited to minimum stay requirements.
v. Any quote given is an estimate only of price and the price will only be confirmed once a payment is made on the booking and you receive written advice from Alcyone that the payment has been received and the booking has been confirmed.
vi. Any confirmed price is subject to change if:
a payment which is due on a booking is not received by Alcyone by the date the payment is due; or
there is a change in or imposition of a government charge, tax or levy which entitles or necessitates Alcyone changing the price of your booking.
any details relating to your booking are amended, for example your dates of stay, your room type or the number of persons staying under your booking, in which case clause 9 will apply.
i. If the price of a booking is changed under clause 4.6 you may pay the new price for your booking or cancel your booking and receive a full refund.
ii. If you reasonably believe a written confirmation or invoice which has been provided to you is incorrect, you can request that Alcyone reissue that written confirmation or invoice and you may either pay the amount specified on the reissued written confirmation or invoice by the date which it is specified as being due, or cancel your booking.
iii. If you make a booking via a Participating Website you can view details of your booking under the 'My Bookings' area once you access the Participating Website using the login details you created when you made the booking.
5. Payment
i. Payments may be made by Visa, Mastercard, Diners, American Express, Union Pay, PayPal, Australian Dollar personal or bank cheques/drafts or Telegraphic Transfer (allow 7 days transaction time) unless the rates for a Property are specified in US Dollars in which case Diners cannot be used.
ii. Payments for bookings at Alcyone may be made using Gift Cards.
iii. A surcharge will apply to payments made by American Express and PayPal. The surcharge applied to these cards may vary and is displayed at the time payment for the booking is to be made.
iv. If you pay for your booking by cheque (not available for Advance Purchase Bookings):
You should post your cheque to the following address:
Alcyone
Attention: Accounts:
35 Hercules Street, Hamilton QLD 4007
you must ensure you include the following details with your cheque:
your booking number reference;
the name your booking was made under; and
the dates of your stay
you must ensure that Alcyone receives your cheque 5 days before the date your payment is due to allow time for your cheque to be cleared; and
if your cheque has not cleared prior to your scheduled date of check-in you will not be permitted to check-in unless you provide an alternative form of payment.
v. Alcyone accepts no responsibility for monies paid by you to a travel agency until cleared funds are received in the bank account of Alcyone.
6. Deposit and Final Payment
i. For bookings other than Advance Purchase Bookings and Long Stay Bookings, a non-refundable deposit of $100.00 per booking must be received immediately to confirm your booking and if the total cost of your booking is less than $100.00, full payment is required at the time of booking.
ii. For Standard Bookings full payment must be received at least 14 days prior to your scheduled day of arrival or, if your booking is made within 14 days of your scheduled day of arrival, at the time of booking.
iii. For Peak Season Bookings full payment must be received at least 30 days prior to your scheduled day of arrival or, if your booking is made within 30 days of your scheduled day of arrival, at the time of booking.
iv. For Advance Purchase Bookings a non-refundable payment of the entire amount payable per room must be received immediately at the time of booking to confirm your booking.
v. For Long Stay Bookings:
i. unless charge back has been authorised, the first week's accommodation must be paid on arrival and future payments must then be made in advance, either weekly or fortnightly as advised at the time of booking;
ii. unless otherwise advised by Alcyone, payments may be made at reception desk by cash, credit card or EFTPOS.
iii. if charge back has been authorised, payments must be made in accordance with the terms of that charge back arrangement.
i. If any deposit or final payment is not received by the due date, Alcyone reserves the right to cancel the booking and any monies paid by you in relation to your booking will be forfeited to Alcyone
ii. Once final payment of your booking has been made confirmation of that payment and your booking will be sent to you via email or post to the email or postal address you provided at the time you made the booking.
7. Rates and Charges
i. The currency applicable to any quoted rates will be specified with the quoted rate. All quoted rates are subject to change at any time until full payment is received.
ii. Quoted rates are inclusive of all compulsory government or regulatory charges and taxes (for example GST) where applicable.
iii. Quoted rates do not include transport to Alcyone or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes), unless otherwise indicated.
iv. If you have been quoted a rate that includes meals and or transport you should contact Alcyone directly to obtain details of these inclusions.
v. Some rates which are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate may also change.
vi. For information on rates for Children, Infants and extra persons, please refer to clauses 21 and 22.
vii. Please visit www.alcyone.com.au or contact the property directly for further information on specific inclusions and exclusions.
8. Refunds
i. To the extent permitted by law any amount paid by you to Alcyone for your booking is non-refundable unless stated otherwise in these Terms and Conditions.
ii. The balance of any monies paid by you after any applicable fees or other amount you owe to Alcyone has been deducted will be held by Alcyone as Booking Credit which subject to clause 12 may be applied to any future bookings you make with Alcyone.
9. Amendments
i. All amendments are subject to the availability and applicable pricing at the time the amendment is requested.
ii. Amendments for Standard Bookings may be requested within the following time frames:
Capital city property: up to 24 hours prior to your scheduled check-in time.
Non-capital city property: up to 48 hours prior to your scheduled check-in time.
i. Amendments for Peak Season Bookings at Alcyone may only be requested up to 30 days prior to your scheduled check-in time.
ii. Amendments to Long Stay Bookings may only be requested up to 72 hours prior to your scheduled check-in time. If you wish to extend a Long Stay Booking then subject to availability the rates for the additional nights will be the same as the rest of your booking however package elements such as grocery pack or digital photo frame may not be included.
iii. Amendments cannot be made to Advance Purchase Bookings and if you require an Advance Purchase Booking to be amended you will forfeit all amounts which have been paid to Long Stay in relation to such booking and will also be charged at the applicable rate for the cost of your new booking.
iv. If amendments are requested outside the time frames specified in clause 9.2 or 9.3 you may be charged a 100% cancellation fee in addition to the cost of your amended booking and any reduction in the amount which is payable by you in such case will be at Alcyone’s absolute discretion.
v. Other than for Long Stay Bookings, amendments may be requested in the following manner:
i. Up to 14 days prior to your scheduled check-in time: via a Participating Website or via Alcyone on 1800 252 966.
ii. Within 14 days of your scheduled check-in time: via Alcyone direct on 1800 252 966.
i. Amendments to Long Stay Bookings may be requested by emailing reservations@alcyone.com.au amendments requested and approved:
Up to 14 days prior to your scheduled check-in time via a Participating Website: no amendment fee will apply.
Up to 14 days prior to your scheduled check-in time via Alcyone: a $25.00 amendment fee will apply.
Within 14 days of your scheduled check-in time: a $50.00 amendment fee will apply.
i. For Long Stay Bookings no amendment fee will apply to amendments requested and approved within 72 hours of your scheduled check-in time however clause 9.11 will apply.
ii. If the rate which applies to an amended booking is greater than the rate which applied to the original booking, you must pay the difference along with any amendment fee in full at the time the amendment is approved.
10. Cancellation
i. If a booking is cancelled any non-refundable deposit or payment which you have paid will not be refunded and additional cancellation charges may apply under this clause 10.
ii. For Standard Bookings at Alcyone, if you cancel your booking the following charges will apply in relation to each booking:
Up to 14 days prior to your scheduled check-in time: a $25 cancellation fee will be deducted from any monies which you have already paid.
Within 14 days but up to 24 hours of your scheduled check-in time: a $50 cancellation fee will be deducted from any monies which you have already paid.
Within 24 hours of your scheduled check-in time: a 100% cancellation fee will apply and you will be required to pay Alcyone the full amount of your booking less any amount which you have already paid.
iii. For Peak Season Bookings at Alcyone, if you cancel your booking the following charges will apply in relation to each room you have booked:
Up to 30 days prior to your scheduled check-in time: a $200 cancellation fee (or the full amount of your booking if your booking is for less than $200) will apply and you will be required to pay to Alcyone that amount less any amount which you have already paid.
Within 30 days of your scheduled check-in time: a 100% cancellation fee will apply and you will be required to pay to Alcyone the full amount of your booking fee less any amount which you have already paid.
iv. For Advance Purchase Bookings, if you cancel your booking the full amount of your non-refundable booking payment paid under clause 6.4 will be retained by Alcyone as a cancellation fee.
v. For Long Stay Bookings, if you cancel your booking within 72 hours of your scheduled check-in time, a cancellation fee of two nights s of your booking will apply.
vi. Any cancellation fees payable by you will be deducted from any monies paid by you to Alcyone and if insufficient funds are available, Alcyone may charge the credit card details you provided at the time of making your booking.
vii. Where applicable the balance of any monies paid by you after any applicable cancellation fee has been deducted will be held by Alcyone as Booking Credit which subject to clause 12 may be applied to any future bookings you make with Alcyone
11. No-Shows or Terminations
i. If you do not show up for your booking or terminate your booking early after you have checked in you will be charged a 100% cancellation fee and will be required to pay to Alcyone the full amount of your booking less any amount which you have already paid.
ii. For Long Stay Bookings, if you terminate your booking early and this results in your stay being less than 14 nights you will be charged the difference between the rate applied to your booking and the Best Available Rate on the Best Available Rate stayed nights.
iii. For Long Stay Bookings of 28 nights or more, if you terminate your booking early and this results in your stay being less than 28 nights but more than 14 nights, you will be charged the difference between the rate applied to your booking and the applicable 14 night Long Stay Rate for the stayed nights. You may also be charged for any welcome grocery pack or inclusion as part of your package.
12. Booking Credit
i. If you are issued with Booking Credit to be applied to future accommodation or accommodation package bookings with Alcyone such credit will be valid for twelve months from the day the booking is cancelled.
ii. Booking Credit may only be used to pay for bookings at within the same currency jurisdiction as the cancelled or refunded booking which generated the Booking Credits.
iii. Booking Credit may only be used to pay for the accommodation portion of your booking and may not be used for non-accommodation items such as restaurants, car parking, transfers, laundry, telephone, spa services, tours or taxes not included in accommodation rates.
iv. To redeem Booking Credit you must make your booking via Alcyone direct on 1800 252 966.
v. Any stay to be fully or partly paid for using Booking Credit must be booked and paid for in full prior to the expiry of the 12 month validity period.
vi. Any Booking Credit not redeemed at the expiry of the 12 month validity date will be forfeited in its entirety to Alcyone
vii. Administration fees may apply to bookings made using Booking Credit.
13. Checkin
i. Standard check-in time is 2:00pm but times may vary for particular Participating Properties and you should confirm the check-in time prior to your scheduled check-in day.
ii. If you wish to guarantee your ability to check-in prior to 2:00pm you must book an additional nights stay and pay the applicable rate for that additional night.
14. Check-out: Standard
i. Standard check-out time is 11:00am but times may vary and you should confirm the check-out time prior to your scheduled check-out day.
15. Late Check-out
i. If you wish to check-out later than the standard check-out time you must obtain approval from property management at least 12 hours prior to your scheduled check-out time.
ii. Property management may approve a request for late check-out in their absolute discretion.
iii. If you check-out after 11:00am the additional charges may apply.
16. Security Deposits
i. You must provide a credit card authorisation or imprint when you check-in.
ii. This authorisation may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.
iii. For Long Stay Bookings this authorisation may also be used to settle any outstanding payments owed by you in relation to your booking including payments for the balance of your booking should you vacate the premises prior to your scheduled check-out date.
iv. The pre-authorisation process validates your credit card, and protects both the cardholder and merchant from increasing fraud incidents.
v. The pre-authorised amount is set aside by the card issuer for a period of up to 14 days from the date of pre-authorisation and the pre-authorisation will affect your available funds balance or spending limit. For more information on this practice please contact your card issuer.
vi. Once a pre-authorisation has been made, Alcyone cannot release, remove or lower the authorised amount, until we process the final account on departure. This is a restriction imposed by the card issuer, and cannot be negotiated.
vii. Where a credit card is not available a minimum $500.00 cash deposit will be required on check-in. (The actual amount required may be higher at some Participating Properties)
17. Room Allocation
i. In the unlikely event that Alcyone cannot provide accommodation which you have booked, Alcyone will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of Alcyone is of comparable quality and in a comparable location.
ii. If a property of comparable quality in a comparable location is not available, Alcyone may relocate you to a property of less comparable quality or less comparable location in which case Alcyone will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you which you had booked.
iii. Should you wish to be relocated to an alternative property other than the property chosen by Alcyone under this term, you will be required to pay any difference in price between the Alcyone’s choice of property and your chosen property.
iv. If you and Alcyone cannot agree on an alternative property under this clause then you may request Alcyone cancel your booking and issue you with a Booking Credit for the full amount of that booking less any amounts which you owe to Alcyone.
v. If you and Alcyone cannot agree on an alternative property under this clause and you do not wish to be issued a Booking Credit under clause 18.4 then you may request that Alcyone cancel your booking and provide you with a refund for the full amount of that booking less any amounts which you owe to Alcyone.
18. Hotel and Apartment Servicing
i. At Alcyone, your booking will include daily room servicing unless the rate booked specifically states otherwise.
ii. If your booking does not include room servicing a 'Refresh' service is available for separate purchase.
iii. You can enquire about this 'Refresh' service when you check-in.
iv. If your booking is a Long Stay rate, your booking will include weekly room servicing (unless otherwise specified at the time of booking). Additional room services can be arranged and charges will apply. If the guest/s staying under a Long Stay Booking changes part way through the booking, a full check-out service will be required and additional charges will apply.
19. Child Policy
For the purposes of this clause “Child” or “Children” means a person or persons aged between 2 years and 11 years; “Infant” means a person under the age of 2 years; and “Adult” means a person aged over 18 years. All ages will be determined from the date at which accommodation commenced.
i. Subject to sub paragraph 21.4, Children and Infants sharing a room with their parents or guardians may do so free of change if using existing beds and linen and not exceeding the maximum occupancy for the given room type.
ii. Children and Infants may not stay in any room without an Adult.
iii. Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required. These are charged at the extra person rate. Extra person rates will be charged on a Room Only basis, unless otherwise stated.
20. Extra Person Policy
i. Persons aged over 12 will be charged Extra Person rates for each person staying in a room which exceeds the maximum occupancy for the room type, or where extra beds or linen are required.
ii. Extra person room rates will be charged on a Room Only basis, unless otherwise stated.
21. Facilities and Services
i. Whilst care is taken to ensure that the description of facilities and services of Alcyone is accurate, these are continually being changed, upgraded, and on occasion taken out of service and if any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.
ii. To the extent permitted by law Alcyone is not liable for omissions, errors or changes to the facilities and services at a property, whether temporary or permanent.
iii. Accommodation facilities listed may not apply to all room types.
22. Special Requests
i. Whilst Alcyone attempts to satisfy all special requests, Alcyone does not guarantee that special requests can be accommodated.
23. Maps and Images
i. Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided.
ii. Destination shots may have been supplied to Alcyone by third parties and Alcyone does not guarantee the accuracy of any destination shots.
iii. Photos and floor plans are indicative only. Actual rooms occupied may vary in decor and inclusions from those shown.
24. Travel Insurance
i. Alcyone strongly recommends that at the time of booking you purchase comprehensive travel insurance to cover items including but not limited to: loss of booking amount through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
25. Gift Cards
i. Gift Cards are not refundable or redeemable for cash.
ii. Gift Cards are valid for 12 months from the date of issue.
iii. Additional values cannot be added to an existing Alcyone Gift Card; however, additional Gift Cards can be purchased.
iv. A surcharge will apply if Gift Cards are purchased using a credit or debit card.
v. Gift Cards are to be treated like cash and if they are defaced, mutilated, altered, lost or stolen they will not be replaced, refunded or redeemed.
vi. Alcyone does not accept any responsibility for lost or stolen Gift Cards.
vii. If a Gift Card is issued in Australian dollars (AUD):
the value nominated on the Gift Card may only be used to fully or partially pay for bookings for Australian Participating Properties;
bookings must be made in accordance with clauses 27.9 and 27.10 below.
26. Unaccompanied Minors
i. All guests under the age of 18 must be accompanied by a responsible adult such as a parent, step-parent, guardian or other adult who has parental rights and responsibilities for the under 18 year old guest.
ii. If a guest is found to be a person under the age of 18 who is not accompanied by a responsible adult Alcyone may immediately cancel the guest's booking and the full booking amount will be forfeited to Alcyone under this clause.
27. Third Party Products and Services
i. Third party products or services are sometimes sold together with accommodation provided by Alcyone. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement Alcyone has in facilitating your booking with the third party is as the third party's agent. Alcyone is in no way the supplier of the products and services and to the extent permitted by law Alcyone is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.
ii. All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties.
iii. Alcyone does not warrant the accuracy of any information, statements or representations made by third parties
28. Release, indemnity and proportionate liability
i. To the extent permitted by the law, you agree to release, indemnify and hold harmless, Alcyone and its current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from Alcyone’s negligence, wrongful act/omission or breach of these terms and conditions.
ii. To the extent permitted by law the aggregate of Alcyone’s liability to you is limited to an amount not exceeding the amount paid by you for your booking.
iii. Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.
29. Consumer Law
i. To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on Alcyone are excluded under these Terms and Conditions.
ii. Nothing contained in these Terms and Conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation, provided that, to the extent that such law permits Alcyone to limit its liability, then Alcyone’s liability is limited to:
i. in the case of services, supplying the services again or payment of the cost of having the services supplied again; and
ii. in the case of goods, replacing the goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired.
1. Events Beyond Control
i. Alcyone is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
ii. All travel documents, observance of laws and government regulations are your responsibility.
2. Use of Information
i. You consent and authorise Alcyone to collect, use and disclose your personal information for the purposes of administering your booking and providing you with any services associated with your booking.
ii. You consent to information which you have provided to Alcyone or the relevant Participating Property as part of your booking being used by Alcyone or any of their related bodies corporate for the purpose of informing you about offers and promotions which relate Alcyone, Alcyone’s related bodies corporate
iii. Alcyone will not provide or disclose any information you have provided to Alcyone to any person other than a related body corporate without your prior written consent.
iv. Upon request by you and to the extent permitted or required by law, Alcyone will provide you with access to and/or the ability to correct your personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to that booking.
v. For more information, please refer to the Privacy Policy on the website of the relevant Participating Property.
3. General
i. The Terms and Conditions are governed by and will be construed in accordance with the laws of the State of Queensland, Australia.
ii. If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.
4. Acceptance
i. Please click to accept these terms and conditions, before proceeding to the booking page.